Zappo’s Tour

August 20, 2012

I recently learned about the Zappo’s tour of the headquarters in Henderson, NV. Free tours can be booked, and for a fee of $49.00 a question and answer session with the staff can be added. I have always liked doing business with Zappo’s, but hearing about what it is like to work there has made me intensely curious to see what they do.  I met a woman who had worked as an assistant to Tony Hseih, the founder of the company.  She went on a tour across the country with him promoting the company.  Her description made it sound like the best job anyone could ever have.

I was not aware that Amazon had bought Zappo’s, but they retain a special company  culture.  The new leader in customer service operates with the ideal of happy, fulfilled employees. I think this is a brilliant approach.  I sense that employees  deliver resentful or unsuitable service to customers when they feel resentful of the treatment they receive at work.  By making employee happiness a priority, the company learns more about happiness in general, and naturally projects a welcoming demeanor.  The connection between the staff and the customer is highlighted.

I have watched a few videos produced by various visitors in the past, which helped me make the decision to go myself. I am not sure what I expect, but I expect to have those expectations exceeded, whatever they turn out to be.  I will file a full report of my investigation of the Zappo’s culture and systems.  I look forward to the adventure in learning.